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justify-end col-span-3"><button class="cursor-pointer rounded-lg border shadow-xs inline-flex items-center gap-2 font-semibold disabled:cursor-default border-transparent text-gray-900 disabled:text-gray-300 text-base p-0 hover:text-gray-900 focus:text-gray-900 hover:bg-gray-50 h-10 w-10 justify-center" type="button"><svg class="block shrink-0 stroke-2 h-6 w-6 text-inherit" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><use xlink:href="/sprites/standard-74e72dba.svg#burger"></use></svg></button></div></div></header></div><div class="pt-[80px]"><div class="pt-16 md:pt-24" topSpacing="980" faqs="" reviews=""><div class="mx-auto w-full max-w-7xl px-4 md:px-8"><div class="flex flex-col gap-y-8 items-start md:gap-y-10"><div class="flex flex-col gap-y-4 items-start md:gap-y-6"><div class="flex flex-col gap-y-3 items-start"><a class="cursor-pointer rounded-lg border shadow-xs inline-flex items-center gap-2 font-semibold disabled:cursor-default justify-start border-transparent disabled:text-gray-300 text-base text-gray-700 hover:text-gray-600 focus:text-gray-700 p-0 w-max" href="/legal"><svg class="block shrink-0 stroke-2 h-6 w-6 text-inherit" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><use xlink:href="/sprites/standard-74e72dba.svg#arrow-left"></use></svg>Legal</a><h1 class="text-gray-900 font-heading text-h-md md:text-h-xl lg:text-h-2xl font-medium balance max-w-[960px]">Hosting Service Level Agreement</h1></div><p class="text-gray-600 text-lg md:text-xl balance max-w-xl md:max-w-3xl">This is our standard Managed Services Service Level Agreement (SLA).</p></div></div></div></div><main class="py-16 md:py-24 md:space-y-24 space-y-12" id="main-content"><section class=""><div class="mx-auto max-w-7xl px-4 md:px-8 w-full flex flex-col"><div class="w-full flex flex-col md:grid gap-x-8 gap-y-10 md:gap-y-16 lg:grid-cols-6 mb-0 md:mb-0 lg:mb-0"><div class="col-span-2"><div class="flex flex-col w-full items-start"><span class="text-gray-600 bg-gray-100 mb-5 rounded-[10px] flex flex-center w-10 h-10 lg:w-12 lg:h-12 p-3 text-lg font-bold"><svg class="block shrink-0 stroke-2 h-6 w-6" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><use xlink:href="/sprites/standard-74e72dba.svg#check-verified-01"></use></svg></span><h3 class="text-gray-900 text-lg md:text-xl font-semibold mb-2">We promise to provide 100% network availability</h3><div class="flex flex-col h-full justify-between space-y-5"><p class="text-gray-600 text-base"></p></div></div></div><div class="col-span-2"><div class="flex flex-col w-full items-start"><span class="text-gray-600 bg-gray-100 mb-5 rounded-[10px] flex flex-center w-10 h-10 lg:w-12 lg:h-12 p-3 text-lg font-bold"><svg class="block shrink-0 stroke-2 h-6 w-6" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><use xlink:href="/sprites/standard-74e72dba.svg#life-buoy-01"></use></svg></span><h3 class="text-gray-900 text-lg md:text-xl font-semibold mb-2">We promise to provide guaranteed support response times</h3><div class="flex flex-col h-full justify-between space-y-5"><p class="text-gray-600 text-base"></p></div></div></div><div class="col-span-2"><div class="flex flex-col w-full items-start"><span class="text-gray-600 bg-gray-100 mb-5 rounded-[10px] flex flex-center w-10 h-10 lg:w-12 lg:h-12 p-3 text-lg font-bold"><svg class="block shrink-0 stroke-2 h-6 w-6" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><use xlink:href="/sprites/standard-74e72dba.svg#coins-hand"></use></svg></span><h3 class="text-gray-900 text-lg md:text-xl font-semibold mb-2">We will refund you up to 100% of any month where we fail to hit our SLA</h3><div class="flex flex-col h-full justify-between space-y-5"><p class="text-gray-600 text-base"></p></div></div></div></div></div></section><div class="" id="mob-section-nav"></div><div class="mx-auto max-w-7xl px-4 md:px-8 relative pt-1 md:hidden w-full bg-white z-20 !mt-0 block my-[-20px]"><div class="relative w-full z-20"><button class="text-left py-2 px-4 inline-flex items-center gap-x-2 justify-between shadow-sm border border-gray-300 rounded-md text-gray-900 font-medium focus:text-gray-600 focus:outline focus:outline-4 focus:outline-gray-100 focus:border-gray-300 w-full bg-white">Browse by section<svg class="block shrink-0 stroke-2 text-gray-500 mt-0.5 w-5 h-5" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><use xlink:href="/sprites/standard-74e72dba.svg#chevron-down"></use></svg></button></div></div><div class="mx-auto w-full max-w-7xl px-4 md:px-8 relative"><div class="space-y-12 md:space-y-0 md:flex gap-x-8 lg:gap-x-20 relative"><div class="md:basis-[66%]"><div class="border border-gray-800 divide-gray-200 divide-x font-medium inline-flex text-gray-700 text-xs"><p class="px-2 py-0.5 shrink truncate">Last updated</p><p class="bg-gray-50 px-2 py-0.5 shrink-0">16 Aug 2023</p></div><div><div class="term-section space-y-4 pt-8" id="uptime-service-level"><span class="text-xl md:text-2xl font-semibold">Guaranteed uptime service level</span><ol class="text-gray-600 list-decimal list-outside pl-5 space-y-4 md:text-lg"><li>Krystal shall use Commercially Reasonable Efforts to make its servers available 24 hours a day, seven days a week for 100% network availability (Uptime Service Level).</li><li>The servers shall be considered as unavailable only during periods when the servers and/or connectivity is either completely inaccessible or is severely degraded, or major components of the servers are not operational and work cannot reasonably continue; and</li><li>The servers shall not be considered as "unavailable" during necessary maintenance, Customer-caused outages or disruptions, or outages or disruptions attributable in whole or in part to a cause outside Krystal's reasonable control.</li></ol></div><div class="term-section space-y-4 pt-8" id="support-response-time"><span class="text-xl md:text-2xl font-semibold">Guaranteed support response time</span><p class="text-gray-600 md:text-lg">Krystal shall:</p><ol class="text-gray-600 list-decimal list-outside pl-5 space-y-4 md:text-lg"><li>Prioritise all Support Requests based on its reasonable assessment of the severity level of the problem reported; and</li><li>Respond to all Support Requests in accordance with the responses and response times specified in the table set out below:</li></ol><div class="!mt-8 space-y-8"><div class="border border-t-4 border-error-600"><div class="border-b bg-error-50 text-error-700 border-b-error-600 flex justify-between px-8 py-4"><span class="text-lg md:text-xl font-semibold">Severity level</span><span class="text-lg md:text-xl font-semibold capitalize">critical</span></div><div><div class="px-8 py-8 border-b border-b-gray-200 space-y-4"><span class="text-md md:text-lg font-semibold capitalize">Definition</span><p class="text-gray-600 font-semibold md:text-lg">Business Critical Failures: a problem that materially impacts the client鈥檚 business operations.</p><p class="text-gray-600 md:text-lg">Examples include:</p><ul class="text-gray-600 list-disc list-outside pl-5 md:text-lg"><li>Any of the client鈥檚 servers going offline</li><li>The client's service being inaccessible</li><li>Any server failure that results in a client not being able to carry out typical tasks on the client鈥檚 service</li></ul></div><div class="px-8 py-8 space-y-4"><span class="text-md md:text-lg font-semibold capitalize">Response Stages and Times</span><ol class="text-gray-600 list-decimal list-outside pl-5 md:text-lg"><li>Acknowledgment of receipt of support request within 30 minutes, measured from the first of (a) when infrastructure monitors alert Krystal鈥檚 engineers, or (b) a critical-priority technical support ticket is created by the client to report a service problem.</li><li>Provide an update as frequently as possible, and at least every 60 minutes, measured from the time of the last response to the support request, until full restoration of service.</li><li>Krystal shall work on the problem continuously and exercise commercially reasonable efforts until full restoration of service.</li></ol></div></div></div><div class="border border-t-4 border-warning-600"><div class="border-b bg-warning-50 text-warning-700 border-b-warning-600 flex justify-between px-8 py-4"><span class="text-lg md:text-xl font-semibold">Severity level</span><span class="text-lg md:text-xl font-semibold capitalize">high</span></div><div><div class="px-8 py-8 border-b border-b-gray-200 space-y-4"><span class="text-md md:text-lg font-semibold capitalize">Definition</span><p class="text-gray-600 font-semibold md:text-lg">Defect with workaround</p><p class="text-gray-600 md:text-lg">Examples include:</p><ul class="text-gray-600 list-disc list-outside pl-5 md:text-lg"><li>A critical error in service for which a workaround exists</li><li>A non-critical error that affects the operations of the client's business or marketability of its service or product</li></ul></div><div class="px-8 py-8 space-y-4"><span class="text-md md:text-lg font-semibold capitalize">Response Stages and Times</span><ol class="text-gray-600 list-decimal list-outside pl-5 md:text-lg"><li>Acknowledgment of receipt of support request within 60 minutes, measured from the first of (a) when infrastructure monitors alert Krystal鈥檚 engineers, or (b) a high-priority technical support ticket is created by the client to report a service problem.</li><li>Provide an update every 2 hours measured from the time of the last response to a support request, until full restoration of service.</li><li>Krystal shall exercise commercially reasonable efforts until full restoration of service.</li></ol></div></div></div><div class="border border-t-4 border-success-600"><div class="border-b bg-success-50 text-success-700 border-b-success-700 flex justify-between px-8 py-4"><span class="text-lg md:text-xl font-semibold">Severity level</span><span class="text-lg md:text-xl font-semibold capitalize">normal</span></div><div><div class="px-8 py-8 border-b border-b-gray-200 space-y-4"><span class="text-md md:text-lg font-semibold capitalize">Definition</span><p class="text-gray-600 font-semibold md:text-lg">Minor Error: an isolated or minor error</p><p class="text-gray-600 md:text-lg">Examples include:</p><ul class="text-gray-600 list-disc list-outside pl-5 md:text-lg"><li>An error that does not significantly affect business operations</li><li>An error that may disable only certain non-essential functions</li><li>An error that does not materially impact the client鈥檚 business performance</li></ul></div><div class="px-8 py-8 space-y-4"><span class="text-md md:text-lg font-semibold capitalize">Response Stages and Times</span><ol class="text-gray-600 list-decimal list-outside pl-5 md:text-lg"><li>Acknowledgment of receipt of support request within 2 hours, measured from the first of (a) when infrastructure monitors alert Krystal鈥檚 engineers, or (b) a normal-priority technical support ticket is created by the client to report a service problem.</li><li>Krystal shall provide a permanent fault correction within 2 Business Days after the acknowledgment of the support request has elapsed.</li></ol></div></div></div></div></div><div class="term-section space-y-4 pt-8" id="service-credits"><span class="text-xl md:text-2xl font-semibold">Service Credits</span><ol class="text-gray-600 list-decimal list-outside pl-5 space-y-4 md:text-lg"><li>If availability falls below the Uptime Service Level in a given calendar month (Service Delivery Failure), Krystal shall provide Service Credits at a rate of 5% of the total monthly Hosting Fee (which shall be one twelfth of the annual Hosting Fee) for every 30 minutes of Service Delivery Failure evidenced by the Client.</li><li>If Krystal fails to achieve a relevant Support Response Time (Service Delivery Failure), Krystal shall provide Service Credits at a rate of 5% of the total monthly Hosting Fee (which shall be one twelfth of the annual Hosting Fee) for every failure to achieve the relevant Support Response Time.</li><li>The maximum Service Credit allowable in respect of a given month is limited to 100% of the total monthly Hosting Fee payable for the month in which the Service Delivery Failure occurred.</li><li>Service Credits shall be calculated by Krystal and placed on account, without expiry, for use against future service invoices.</li><li>The Client must notify Krystal within 7 days of a failure to meet either the Uptime Service Level or Support Response Time to claim service credits.</li><li>The Client acknowledges and agrees that the terms of this agreement relating to Service Credits do not operate by way of penalty and constitute a genuine attempt to pre-estimate loss.</li><li>The provision of a Service Credit shall be an exclusive remedy for a particular Service Delivery Failure.</li><li>Service Credits shall be shown as a credit held on account and deducted from the amount due from the Client to Krystal on the next invoice issued. Krystal shall not in any circumstances be obliged to pay any money or make any refund to the Client.</li><li>Credits may not be issued if the Client鈥檚 account is past due, suspended, or pending suspension, nor will Credits be issued in cases where the Client is in breach of our <a class="underline" href="/legal/terms-and-conditions">Terms and Conditions of Service</a> or <a class="underline" href="/legal/website-acceptable-use-policy">Acceptable Use Policy</a> or incidents which are beyond our reasonable control.</li></ol></div></div></div></div></div></main></div><footer><section class="pb-12 space-y-10 lg:space-y-16" id="footer-nav"><div class="border-t border-b border-gray-900 py-8 md:py-12"><div class="mx-auto w-full max-w-7xl px-4 md:px-8"><div class="md:flex md:flex-wrap md:gap-x-4"><h2 class="text-gray-900 text-h-xs lg:text-h-sm font-semibold mb-4 md:basis-full">We鈥檙e rated Excellent</h2><div class="flex flex-col gap-2 md:flex-row md:gap-4 md:items-center"><div class="flex items-center gap-1"><div class="bg-grass-500 flex items-center justify-center p-[5px] rounded-sm"><svg class="block shrink-0 stroke-2 text-white h-4 w-4" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><use xlink:href="/sprites/standard-74e72dba.svg#star"></use></svg></div><div class="bg-grass-500 flex items-center justify-center p-[5px] rounded-sm"><svg class="block shrink-0 stroke-2 text-white h-4 w-4" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><use xlink:href="/sprites/standard-74e72dba.svg#star"></use></svg></div><div class="bg-grass-500 flex items-center justify-center p-[5px] rounded-sm"><svg class="block shrink-0 stroke-2 text-white h-4 w-4" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><use xlink:href="/sprites/standard-74e72dba.svg#star"></use></svg></div><div class="bg-grass-500 flex items-center justify-center p-[5px] rounded-sm"><svg class="block shrink-0 stroke-2 text-white h-4 w-4" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><use xlink:href="/sprites/standard-74e72dba.svg#star"></use></svg></div><div class="bg-grass-500 flex items-center justify-center p-[5px] rounded-sm"><svg class="block shrink-0 stroke-2 text-white h-4 w-4" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><use xlink:href="/sprites/standard-74e72dba.svg#star"></use></svg></div></div><p class="font-medium text-gray-700"><strong>4.8</strong> out of 5 based on <strong>1,748</strong> reviews</p></div><div class="hidden md:block w-px bg-gray-200 h-6"></div><p><a class="cursor-pointer rounded-lg border shadow-xs inline-flex items-center gap-2 font-semibold disabled:cursor-default justify-start border-transparent disabled:text-gray-300 text-base text-gray-700 hover:text-gray-600 focus:text-gray-700 p-0 pt-4 md:pt-0" href="/reviews">View all reviews<svg class="block shrink-0 stroke-2 h-6 w-6 text-inherit" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"><use xlink:href="/sprites/standard-74e72dba.svg#arrow-right"></use></svg></a></p></div></div></div><div class="mx-auto w-full max-w-7xl px-4 md:px-8"><div class="md:flex flex-col lg:flex-row lg:gap-16"><div class="mb-12 md:max-w-sm lg:mb-0 space-y-8 lg:max-w-[288px]"><img alt="Krystal" fetchpriority="high" width="128" height="32" decoding="async" data-nimg="1" class="undefined next-exported-image-blur-svg" style="color:transparent" src="/images/logo.svg"/><p class="text-gray-600">Over 20 years of experience have gone in to creating the perfect cloud hosting platform.</p><ul class="flex items-center gap-6 flex-wrap"><li class="flex-shrink-0"><svg class="block shrink-0 stroke-2 h-auto w-auto" xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" alt="ISO 27001 Information Security Management" height="96" width="96"><use 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xlink:href="/sprites/partners-03234adc.svg#ftp"></use></svg></a></li></span></ul><p class="text-gray-600 hidden lg:block">漏 2002-2024 Krystal Hosting Ltd. <br class="hidden xl:block"/> All rights reserved.</p></div><div class="grid b-12 md:flex lg:grid grid-cols-2 gap-x-6 md:gap-x-8 gap-y-8 md:justify-between md:auto-cols-fr lg:grid-cols-4 lg:gap-x-11"><div class="space-y-4"><p class="text-sm font-semibold uppercase text-gray-500">Services</p><ul class="space-y-3"><li class="font-semibold text-md text-gray-600 hover:text-gray-700"><a class="flex items-center" href="/domains">Domain names </a></li><li class="font-semibold text-md text-gray-600 hover:text-gray-700"><a class="flex items-center" href="/hosting">Web hosting </a></li><li class="font-semibold text-md text-gray-600 hover:text-gray-700"><a class="flex items-center" href="/hosting/business">Business hosting </a></li><li class="font-semibold text-md text-gray-600 hover:text-gray-700"><a class="flex items-center" href="/hosting/reseller">Reseller hosting </a></li><li class="font-semibold text-md text-gray-600 hover:text-gray-700"><a class="flex items-center" href="/hosting/wordpress/managed">Managed WordPress </a></li><li class="font-semibold text-md text-gray-600 hover:text-gray-700"><a class="flex items-center" href="/website-builder">Website builder </a></li><li class="font-semibold text-md text-gray-600 hover:text-gray-700"><a class="flex items-center" href="/cloud-vps">VPS </a></li><li class="font-semibold text-md text-gray-600 hover:text-gray-700"><a class="flex items-center" href="/dedicated-servers">Dedicated servers </a></li><li class="font-semibold text-md text-gray-600 hover:text-gray-700"><a class="flex items-center" href="/managed">Managed solutions </a></li><li class="font-semibold text-md text-gray-600 hover:text-gray-700"><a class="flex items-center" href="/cdn">CDN </a></li></ul></div><div class="space-y-4"><p class="text-sm font-semibold uppercase text-gray-500">Company</p><ul 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